Process Associate

Position Summary

We are seeking highly motivated and customer-oriented professionals for the role of Process Associate for an International Voice and Non-Voice Process. The ideal candidate will have excellent communication skills, a problem-solving mindset, and a passion for delivering a top-tier customer experience.

Key Responsibilities

• Manage customer interactions via phone, email, or chat in a professional and timely manner.
• Resolve customer queries, issues, or complaints with accuracy and empathy.
• Maintain detailed records of customer interactions in the system.
• Collaborate with internal teams for escalations and resolution follow-ups.
• Uphold service quality standards and contribute to continuous improvement.

Qualifications & Requirements

• Education: 12th Pass, Diploma, Graduate, or Postgraduate
• Experience: Freshers and experienced professionals (up to 3 years) are encouraged to apply

Skills:

• Excellent verbal and written communication in English
• Strong interpersonal and problem-solving skills
• Basic computer proficiency (MS Office, typing skills)
• Ability to work in a fast-paced, team-oriented environment
• Willingness to work in rotational shifts (including night shifts)

Perks & Benefits

• Competitive salary with performance-based incentives
• Night shift allowances and cab facility
• One-time complimentary meal during shifts
• Opportunities for internal growth and role advancement
• Exposure to international client processes and professional development

JOB DESCRIPTION – PROCESS COORDINATOR

JOB OVERVIEW:

We are looking for an active, smart, proactive, and client-focused Process Coordinator who can effectively manage core operations, coordinate with internal teams and clients, identify opportunities for process improvement, and contribute to business growth through smart cross-selling and solution-selling approaches.

The ideal candidate should have strong communication and coordination skills, take ownership of tasks, be proactive during meetings, and have the ability to manage multiple responsibilities efficiently.

Key Responsibilities:

• Manage and coordinate day-to-day core operational processes to ensure smooth and timely execution.
• Act as a key point of contact for clients, maintaining professional communication and ensuring their requirements are properly understood and addressed.
• Coordinate with internal teams to ensure tasks, deliverables, and client requirements are assigned and completed within timelines.
• Proactively participate in client and internal meetings, contribute ideas, ask relevant questions, and ensure important action points are captured.
• Prepare and circulate Minutes of Meeting (MOM) with clear discussion points, decisions, responsibilities, and deadlines.
• Assign tasks to respective team members and follow up regularly to ensure timely completion.
• Prepare and maintain daily, weekly, and monthly reports related to operations, tasks, client requirements, and team performance.
• Monitor ongoing processes and identify gaps, bottlenecks, and areas for improvement.
• Contribute proactively to process optimization and improvement initiatives to increase efficiency and productivity.
• Maintain accurate and updated CRM records, including client interactions, follow-ups, requirements, tasks, and status updates.
• Understand client requirements and proactively suggest relevant services, solutions, or value-added offerings wherever applicable.
• Identify opportunities for smart cross-selling and solution selling without compromising client relationships.
• Maintain regular follow-ups with clients and internal teams to ensure smooth project/process execution.
• Escalate issues, delays, or operational challenges to the concerned stakeholders in a timely manner.
• Ensure proper documentation and tracking of processes, tasks, meetings, and client communications.

Requirements& Qualifications:

.

• :Excellent verbal and written communication skills.
• Strong client handling and relationship management skills.
• Highly proactive, energetic, and solution-oriented approach.
• Strong coordination, task management, and follow-up skills.
• Ability to confidently participate and contribute in meetings.
• Good understanding of CRM processes and customer lifecycle management.
• Strong analytical and problem-solving abilities.
• Ability to identify opportunities for cross-selling and solution selling.
• Proficiency in MS Excel/Google Sheets, MS Office/Google Workspace, and CRM tools..
• Strong ownership, accountability, and attention to detail.